At Charter Communications / Spectrum, I progressed through frontline, training, sales, and retention roles, leading teams of 10–16 employees across customer operations. My teams achieved save rates as high as 98% while supporting retention, sales, revenue protection, and product adoption.
I led practical training that transitioned employees from classroom learning into live-call production. During intensive training cycles, I evaluated approximately 15–20 calls per day and delivered 10–15 targeted coaching interactions.
I created product training, call-flow guidance, quick-reference tools, scorecards, and coaching resources to help employees apply promotions, pricing, policies, and product features. I also conducted call quality evaluations, live monitoring, certifications, and calibrations.
I helped 10+ employees advance into Mentor or Supervisor roles and trained new supervisors in coaching, KPI interpretation, call review, and performance management. I built Excel trackers and dashboards to help supervisors interpret results and prioritize interventions.
